CRM Manager

This role is for one of the Weekdays clients

Salary range: Rs 500000 - Rs(ie INR 5 - 10 LPA)

Min Experience: 2 years

Location: Mumbai

JobType: full-time

Key Responsibilities

1. Online Reputation Management (ORM)

• Manage and respond to customer inquiries comments and direct messages on various social media platforms.
• Address customer complaints feedback and escalations with clarity and empathy.
• Ensure prompt and thorough responses leaving no conversations unattended or unresolved.
• Maintain a consistent brand voice across all customer interactions.

2. Customer Relationship Management (CRM)

• Oversee and implement CRM workflows through WhatsApp email and SMS channels.
• Utilize platforms such as Contlo Bitespeed Sage Pilot or similar tools.
• Set up and optimize automated campaigns including welcome messages abandoned cart reminders retention initiatives and reactivation efforts.
• Collaborate with the marketing team to align campaign messaging and targeting strategies.

3. Customer Experience & Issue Resolution

• Take full responsibility for resolving customer issues until they are completely closed.
• Work closely with internal teams (operations warehouse etc.) to ensure quick resolution of queries.
• Manage returns exchanges and order-related concerns when necessary.

4. Reporting & Insights

• Monitor frequent customer concerns feedback and complaints.
• Provide actionable insights to the team to help improve products operations and communication.
• Track basic CRM campaign performance and customer engagement metrics.

Essential Qualifications

• 24 years of experience in ORM CRM or customer experience roles within a D2C brand.
• Practical knowledge of CRM tools such as Contlo Bitespeed Sage Pilot or equivalent platforms.
• Excellent written communication skillsclear empathetic and solution-focused.
• Experience managing customer queries across social media and messaging applications.
• Capability to handle a high volume of conversations without overlooking details.
• Familiarity with Shopify or e-commerce order management systems including tools for handling returns and exchanges.
• Understanding of retention marketing strategies and customer journey mapping.
• Experience in managing escalations and sensitive customer interactions.

The Ideal Candidate

• Remains calm under pressure and handles challenging situations with composure.
• Communicates effectively with clarity empathy and a focus on solutions.
• Shows high ownership by ensuring all issues are resolved completely with no loose ends.
• Demonstrates patience and resilience in managing repetitive and high-volume interactions.
• Is detail-oriented diligently tracking conversations and ensuring consistent follow-through.

Interested applicants are encouraged to send their resumes to .

Skills

Customer Retention

Online Reputation Management

CRM

Required Experience:

Manager